Service Management Applications Research Articles

Implementing ERP with Maintenance and Support in Mind: Exploring the Efficacy of Application Management Services for the Post-Implementation Phase

ABSTRACT Prior ERP research has focused primarily on adoption and implementation; however, in an ERP implementation, maintenance and support (M&S) also has a significant impact on the long-term viability and financial expenditures of organizations. Many organizations turn to application management service (AMS) providers to manage ERP M&S. We surveyed professionals knowledgeable in their companies’ use of AMS for ERP. We find associations between variables consistent with a business case of “keep the lights on” versus “value-driven” partnership and benefits achieved from the arrangement. We also examine activities that should lead to more M&S success: customization, quality documentation, and process standardization. We find associations between some of these variables and (1) more focus on M&S during implementation, (2) challenges transitioning to AMS, and (3) quality of AMS support. Our results are a first step toward research in AMS for ERP M&S and add to the AIS literature on the ERP post-implementation stage. Data Availability: Data available upon request.

Android-based health service management application development to improve service quality at HSC UNY

This study aims to (1) design and develop an application for the HSC FIK UNY health service management information system that is used to address the limited health services that are done manually to become Android-based health services, (2) determine the feasibility of the Android-based HSC FIK UNY health service application, and (3) determine the effectiveness of Android-based health service applications on service quality at HSC FIK UNY. This research is developmental research employing the ADDIE approach model, which includes the stages of analyzing, designing, developing, implementing, and evaluating. Patients, members, and visitors to HSC UNY are the subjects of this study. The trials were divided into two stages: a small-scale trial with 20 participants and a large-scale trial with 50 participants. The results of this study are (1) an Android-based HSC UNY application product, (2) The material validation assessment defines the feasibility level of this product by obtaining the average results of the material aspect assessment from two experts in the Very Suitable/Very Feasible category, as well as the results from media experts in the Very Suitable/Very Feasible category. This product also passed the small-scale and large-scale trial stages, with both receiving results in the very feasible category. As a result, it is possible to conclude that the product in this developmental research is suitable/feasible for usage, and (3) based on the effectiveness test, it is effective in improving services at HSC UNY.

DATA WAREHOUSE MODEL BASED ON KIMBALL METHODOLOGY TO SUPPORT DECISION MAKING IN ASSET MAINTENANCE

ITSM e-Prime is an ICT service management application based on ITSM framework owned by Pusintek that includes service desk, incident management, problem management, change management, release management, and configuration management processes. Currently there is a problem in determining the number of devices that will be included in the device maintenance contract or determining the number of devices that need to be replaced in a given year. The objective of this research is to build an asset management data warehouse so that it can be utilized by the Data Analysis and Presentation Team to produce a dashboard that presents data on network infrastructure assets that need to be maintained or replaced for budget planning needs. This descriptive verification analysis research used nine out of ninety tables from the ITSM e-Prime application and applied dimensional modeling Kimball to build a data warehouse because this methodology offers high query performance and understandable by end-user. The resulting data warehouse were tables in the form of star-schema. The tests were carried out by qualitative methods, namely quality testing by users (user acceptance test and blackbox testing) and quantitative method, namely comparing the number of infrastructure devices included in the maintenance contract in 2022. The final result of this research is a data warehouse consisting of fact table F_infrastructure and dimension table D_Merk, D_Area, D_Kategori, D_EoS, D_Garansi, and D_StatusPemeliharaan with acceptance percentage of 95% based on the test results.

A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations

The hospitality and tourism industry faces serious challenges during public health emergencies such as COVID-19. Managers are concerned not only about how to maintain business and provide humanized services but also about social distancing. This study presented artificial intelligence (AI) technology-based service encounters as a possible solution and examined the antecedents and consequences of the encounter triad including customers, employees, and AI. Based on a systematic literature review, the study identified 4 modes of AI technology-based service encounters: AI-supplemented, AI-generated, AI-mediated, and AI-facilitated encounters. In addition, the study developed an integrated model to specify the factors that influence AI technology-infused service encounters in general and the customer service outcomes that result from the encounters. The findings contribute to service management and AI application theoretically and practically. • AI technology-based service encounter s solve the challenge of providing hospitableness while maintaining distance through two ways: avoidance and coping. • Four modes of AI technology-based service encounters were identified: AI-supplemented, AI-generated, AI-mediated, and AI-facilitated encounters. • Public health emergencies influence AI technology-based service encounters through customer-based, firm-based, and context-based factors. • An integrated model explains the influence of AI technology-based service encounter on customer service outcomes in the COVID-pandemic.

PEMBUATAN APLIKASI SISTEM INFORMASI MANAJEMEN SEKOLAH UNTUK LAYANAN PENERIMAAN PESERTA DIDIK BARU (PPDB)

One of the education problems in this country is the zoning policy in the new student admission system (PPDB). This is in accordance with the policy of the Ministry of Education and Culture (Kemendikbud) in 2016 which began with the use of zoning for the administration of national exams. Then in 2017 the zoning system was implemented for the first time in implementing PPDB, and was refined in 2018 through Permendikbud Number 14 of 2018. The first problem faced is the zoning system organized by State Junior High Schools in Medan and the Education Office which still causes unrest for the community, especially parents, where the implementation has not been carried out in a transparent manner, both the number of prospective students who have registered at the school and the scoring system based on distance, the achievement of prospective students and the transfer of parents' duties. The second problem is the system for announcing the acceptance of prospective students who have passed a certain school is not generally published. The solution offered to deal with problems that occur to partners is by transferring science and technology in the form of management information system-based applications and services to partners in the form of a new student admission information system (PPDB), training related to the use of the PPDB system, and assistance to partners. . The result of this community service program is to increase insight and knowledge of skills for partners in optimizing the use of information systems and information technology to support PPDB operational activities, improving partners' skills and abilities in using school service management applications designed to facilitate the school PPDB process and implementation of PPDB. which is organized by schools and education offices to become more transparent to the public.

Design and Implementation of Elevator WeChat Public Supervision System based on SOA

A WeChat public supervision system for elevator maintenance was designed aimed at the problems of elevator maintenance status monitoring and elevator safety supervision. Combined with “Internet +” and big data supervision, aiming at the loose coupling characteristics of the system, using the unified development technology system (J2EE), introducing the concept of SOA layered and distributed system architecture, and finally the unified application service management platform was established. On this basis, the unified management of the elevator application management system was realized. The elevator information supervision system has the characteristics of public participation supervision, traceability of maintenance records, and benigh interaction between supervision and the public, which will contribute to the further development of intelligent elevator supervision.

Challenges, solutions and lessons learnt in 7 years of Service Management at CERN

CERN has been using ITIL Service Management methodologies and ServiceNow since early 2011. Initially a joint project between just the Information Technology and the General Services Departments, now most of CERN is using this common methodology and tool, and all departments are represented totally or partially in the CERN Service Catalogue. We introduce a summary of the current situation of Service Management at CERN, as well as its recent evolution. We discuss service onboarding, user experience, and tool configuration, outlining the challenges faced, solutions adopted and some important lessons learnt. Some of the most important points relate to CERN’s common process and service catalogue, which have enabled scalability; hiding complexity from users in order to improve user experience; and the good practices to configure CERN’s Service Management application which have been learnt in the 8 years of the project. Finally, we present ongoing and future work, such as the upgrade of the CERN Service Portal and bringing even more new services board.

Neural adaptive admission control framework: SLA-driven action termination for real-time application service management

Currently, data centres employ much more computational power, machines and energy than it is really needed to provide the required level of service and ensure customer satisfaction. This is a resul...

Modeling Performance Appraisal using Soft Computing and ANN

of the quality of an individual's performance in an organization is modeled using a formal management system known as Performance. Performance Appraisal is based on quantitative as well as qualitative parameters. Adherence to performance evaluation parameters such as a specific work schedule, interpersonal skills and innovation, communication skills and team collaboration that is ability to coordinate well with other associates or employees could be some of the factors or performance measures that govern the performance appraisal result. Evaluating some of the factors involve vagueness, uncertainty and imprecision as they are based on judgment making ability of the reviewer. A timesheet can be termed as a process or method for recording the amount of a time utilized by the employee on each job. If multiple such timesheet are integrated, then some of the evaluation parameters could be calculated using soft computing techniques and which help in decision making from available data and experience to provide unbiased decision in performance appraisal. This paper proposes a technique of reducing the vagueness, uncertainty and imprecision by collecting the precise data through the integration of timesheet for an individual. The paper describes the performance evaluation using the proposed system for an individual of an IT organization, considering the vertical as AMS (Application Management Service).

Evolutionary approaches to signal decomposition in an application service management system

The increased demand for autonomous control in enterprise information systems has generated interest on efficient global search methods for multivariate datasets in order to search for original elements in time-series patterns, and build causal models of systems interactions, utilization dependencies, and performance characteristics. In this context, activity signals deconvolution is a necessary step to achieve effective adaptive control in Application Service Management. The paper investigates the potential of population-based metaheuristic algorithms, particularly variants of particle swarm, genetic algorithms and differential evolution methods, for activity signals deconvolution when the application performance model is unknown a priori. In our approach, the Application Service Management System is treated as a black- or grey-box, and the activity signals deconvolution is formulated as a search problem, decomposing time-series that outline relations between action signals and utilization-execution time of resources. Experiments are conducted using a queue-based computing system model as a test-bed under different load conditions and search configurations. Special attention was put on high-dimensional scenarios, testing effectiveness for large-scale multivariate data analyses that can obtain a near-optimal signal decomposition solution in a short time. The experimental results reveal benefits, qualities and drawbacks of the various metaheuristic strategies selected for a given signal deconvolution problem, and confirm the potential of evolutionary-type search to effectively explore the search space even in high-dimensional cases. The approach and the algorithms investigated can be useful in support of human administrators, or in enhancing the effectiveness of feature extraction schemes that feed decision blocks of autonomous controllers.

Parallel Service Management Framework and Application to Railway Station Layout Planning

People always say that the customer is god, but do they really understand this god? In practice, the nature of service, such as its intangibility and heterogeneity, makes the effective management of service operations difficult. To better incorporate human behaviors and other complex factors to facilitate service management decisions, the authors propose a new approach called parallel service management. PSM, which follows the ACP framework, is an emerging methodology in complex systems modeling and analysis. In PSM, customer agents, service employee agents, service organization agents, and the service environment construct an artificial service system, which can run in parallel with the real service system. The authors developed an agent-based artificial service system for the Chengdu East Railway Station, which let them make better layout planning decisions. The modification plan was then implemented in the station and achieved significant increase in store entering rate. Statistical comparison proves PSM's potential to enhance the performance of the real service systems.

Cooperative Cloud Service Aware Mobile Internet Coverage Connectivity Guarantee Protocol Based on Sensor Opportunistic Coverage Mechanism

In order to improve the Internet coverage ratio and provide connectivity guarantee, based on sensor opportunistic coverage mechanism and cooperative cloud service, we proposed the coverage connectivity guarantee protocol for mobile Internet. In this scheme, based on the opportunistic covering rules, the network coverage algorithm of high reliability and real-time security was achieved by using the opportunity of sensor nodes and the Internet mobile node. Then, the cloud service business support platform is created based on the Internet application service management capabilities and wireless sensor network communication service capabilities, which is the architecture of the cloud support layer. The cooperative cloud service aware model was proposed. Finally, we proposed the mobile Internet coverage connectivity guarantee protocol. The results of experiments demonstrate that the proposed algorithm has excellent performance, in terms of the security of the Internet and the stability, as well as coverage connectivity ability.

Improving IT incident handling performance with information visibility

In large internal information technology IT organizations, multiple teams are often involved in handling incidents, so these teams come to depend on one another. We hypothesize that the knowledge these teams have of the agreed upon and realized incident handling performance of themselves and other teams will impact their performance. We tested this hypothesis at a large financial institute, using log data from the IT service management application and a survey to measure the knowledge of teams. We found 1 a significant positive correlation between incident handling performance of a team and the knowledge a team has of its own performance; 2 no correlation between the knowledge of agreed upon performance and realized performance within a team; 3 that teams have very little knowledge of agreed upon or realized performance of other teams; and 4 that improving the knowledge a team has of the agreed upon and realized performance of that team and dependent teams results in higher incident handling performance. The results show that increasing information visibility within and across teams in large IT providers is one way to improve incident handling performance. Copyright © 2014 John Wiley & Sons, Ltd.

A Healthcare Service System Based on Internet of Things

With the development of networking technology and cloud computing technology, low-cost, high level of general practitioners of public health services and basic health service support, as well as the effective supervision of the centralized management and control of public health and primary health care can be achieved. A health cloud service system based on Internet of Things is provided, which is divided into six modules. The system can be used to subordinate all hospitals and medical institutions to provide hospital management and health of residents file management application services using a mobile terminal to collect community and clinical health data entry, upload the community, the region's public medical health data.

Neural Adaptive Control in Application Service Management Environment

We introduce a learning controller framework for adaptive control in application service management environments and explore its potential. Run-time metrics are collected by observing the enterprise system during its normal operation and load tests are persisted creating a knowledge base of real system states. Equipped with such knowledge the proposed framework associates system states and high/low service level agreement values with successful/unsuccessful control actions. These associations are used to induce decision rules, which help generating training sets for a neural networks-based control decision module that operates in the application run-time. Control actions are executed in the background of the current system state, which is then again monitored and stored extending the system state repository/knowledge base, and evaluating the correctness of the control actions frequently. This incremental learning leads to evolving controller behavior by taking into account consequences of earlier actions in a particular situation, or other similar situations. Our tests demonstrate that this controller is able to adapt to changing run-time conditions and workloads based on SLA definitions and is able to control the instrumented system under overloading effectively.

Topologies of agents interactions in knowledge intensive multi-agent systems for networked information services

Agents in a multi-agent system (mAS) could interact and cooperate in many different ways. The topology of agent interaction determines how the agents control and communicate with each other, what are the control and communication capabilities of each agent and the whole system, and how efficient the control and communications are. In consequence, the topology affects the agents' ability to share knowledge, integrate knowledge, and make efficient use of knowledge in MAS. This paper presents an overview of four major MAS topologic models, assesses their advantages and disadvantages in terms of agent autonomy, adaptation, scalability, and efficiency of cooperation. Some insights into the applicability for each of the topologies to different environment and domain specific applications are explored. A design example of the topological models to an information service management application is attempted to illustrate the practical merits of each topology.

Corba for network and service management in the TINA framework

The Common Object Request Broker Architecture (CORBA) specification defines interfaces and services to support interoperability and distribution transparencies for building distributed applications. The Telecommunications Information Networking Architecture (TINA) defines a framework for development of service and network management applications which relies on the use of a distributed processing platform such as CORBA. This approach is presented in the article, which discusses also the interoperation with the current TMN infrastructure.

CORBA for network and service management in the TINA framework

The Common Object Request Broker Architecture (CORBA) specification defines interfaces and services to support interoperability and distribution transparencies for building distributed applications. The Telecommunications Information Networking Architecture (TINA) defines a framework for development of service and network management applications which relies on the use of a distributed processing platform such as CORBA. This approach is presented in the article, which discusses also the interoperation with the current TMN infrastructure.

A basis for process improvement inapplication management

While the challenges to the software industry in the 1980s were highly focused on the processes for software development, the challenges for the 1990s and beyond are broader, encompassing all the services associated with the IT needs of the customer. Origin expects the contribution to turnover from Applications Management to be far greater in the coming years than that from ‘traditional‘ software development projects. The Application Management service not only involves different processes, but also requires a more customer-oriented, service-based attitude on the part of the service supplier. However, the basic need to be able to assess the capability of an organization and improve its processes is the same. Anticipating this need, the University of Durham has for some years taken part in the Application Management Environments and Support (AMES) project, supported by the European Community under the ESPRIT programme, project 8156. AMES builds on CMM principles and process modelling for Applications Management. In late 1995 Origin and the University of Durham collaborated in an evaluation of AMES for the Origin situation by carrying out a trial assessment. This paper reports on the results of that trial and sketches our vision for future development. As well as presenting our own experience, we aim to stimulate discussion on the broadening of current developments (such as SPICE) to cover the wider spectrum of IT services.